Application of Kano methods and Quality Function Deployment to the design of quality improvement training programs in healthcare organizations

Training in improvement methodologies and tools has been identified as critical for ensuring the success of improvement activities. Most healthcare organizations, however, adopt a process-centric approach to developing and implementing quality improvement training. This study demonstrates a framework for designing and implementing quality improvement training, based on a thorough understanding of a healthcare staff's training needs and expectations. The framework is built around the integration of the Kano model with Quality Function Deployment. The Kano model allows for the identification of 40 training features and categorizations according to their impact on training satisfaction. Quality Function Deployment uses a structured approach to ensure proper implementation of the training program. Validation of the proposed framework indicates that a 51 percent increase in staff satisfaction can be achieved. Adopting this approach results in a more efficient use of organizational resources, improved staff satisfaction, and greater impact of TQM activities.